Nutrition Call Center Associate (Part Time, Evenings)

Miami Children’s Hospital; Miami (FL); On-site; USD 19,000 - 25,000; Part time

Job summary

Miami Children’s Hospital is seeking a Nutrition Call Center Associate to support diet office operations in the evenings on a part‑time basis. You will handle patient meal orders, communicate with dietitians, and assist customers by phone with empathy and accuracy.

The role requires high school education, ~1 year of phone-based customer service, and familiarity with CBORD systems. Spanish skills are a plus; work hours include evenings and weekends as needed.

Qualifications

• Active SafeStaff Certification required within 30 days of hire.
• High school education or equivalent preferred.
• 1 year phone experience in a customer service role highly preferred.
• Previous experience in a healthcare setting preferred.
• Experience with CBORD System highly preferred.
• Ability to communicate effectively in English; Spanish knowledge preferred.

Responsibilities

• Greet customers in a warm and professional manner and provide service recovery when needed.
• Answer telephone promptly and relay messages to staff as needed.
• Communicate pertinent information to the dietitian and update daily summaries.
• Input and report data for quality assurance and track meal orders in the system.
• Process patient menu selections ensuring they align with prescribed diet orders and restrictions.
• Respond to patient and family questions regarding food, recipes, and ingredients.
• Ensure meal orders are transmitted correctly to meal preparation locations and report disruptions.

Skills

Phone experience

Healthcare experience

CBORD system

Education

High school education or equivalent

Tools

CBORD System

Job description

Job Description - Nutrition Call Center Associate (Part Time, Evenings) (300156)

Job Description

Nutrition Call Center Associate (Part Time, Evenings) - 300156

Description

Job Summary

Follows procedures in Diet Office to ensure patient receives diet according to prescribed diet order. Processes menus to create a meal while using and maintaining all aspects of the diet office automation/software. Establishes rapport with customers and displays empathy and compassion over the phone. Processes and delivers enteral supplies.

Job Specific Duties

• Ensures positive customer experiences by greeting all customers in a warm and professional manner, acting with a customer comes first attitude, connecting with the customer, and providing service recovery when needed.
• Answers telephone promptly within 3 rings, takes messages, and relays information to incoming shift as needed. Assists members, staff and visitors who call and/or enter the Food and Nutrition Services office.
• Communicates pertinent information to dietitian. Informs supervisor of all nourishments requested (milk, formula, cups) etc. by nursing; summarizes the requested supplies daily on the summary sheet prior to the end of shift.
• Inputs and reports statistical data for quality assurance. Tracks meal supplements in system i.e. how many meals, verbal orders, breakfast, lunch, dinner and special units.
• Processes patient menu selections utilizing computerized diet office system. Ensures patient meal selections comply with prescribed diet order, nutritional adequacy, age, cultural background, and religious practice.
• Ensures customer satisfaction by responding to the patient and family needs while demonstrating a positive attitude. Available to answer questions regarding food recipe, ingredients, preparation, etc.
• Ensures meal orders have been transmitted to correct location for meal preparation and report any disruptions to the supervisor or manager.
• Updates, monitors, and follows-up on all pertinent information, including updating CBORD data and available menu selections, patient admissions, discharges, transfers, diet order changes, food allergies, food preferences and food requests, and validating special diet menus before each meal period.
• Resolves patient requests/complaints or relays to appropriate staff (e.g. dietitian, nursing staff).
• Maintains the work area in a clean and organized condition at all times.
• Initiates all credit card transactions for guest meals within a timely manner, ensures safeguards to protect customer information.
• Covers all position while supporting coworkers breaks.
• Reports all customer complaints, potential hazards, employee accidents, and operational inconsistencies. to leader on duty.

Qualifications

• Active SafeStaff Certification required within 30 days of hire

Knowledge, Skills, and Abilities

• High school education or equivalent preferred.
• 1 year phone experience in a customer service role highly preferred.
• Previous experience in a healthcare setting preferred.
• Experience with CBORD System highly preferred.
• Ability to communicate sufficiently well in English both verbally and in writing.
• Knowledge of Spanish highly preferred.
• Ability to handle repetitive tasks with high caution to details.
• Able to build interpersonal relationships and work in a team-oriented environment; able to collaborate effectively with other team members.
• Able to interact with the customers and coworkers in a positive, friendly, and enthusiastic manner.
• Able to use computers and ability to learn appropriate software application(s).
• Able to learn quickly and maintain knowledge of the establishment's products and procedures.
• Able and available to work flexible hours that may include early mornings, evenings, weekends, nights and/or holidays.
• Able to work in a fast-paced environment and multi-task (verifying and preparing multiple coffee/drink/food orders).
• Knowledge of age-appropriate foods for patients.
• Ability to monitor patient allergies and take proper steps to ensure safety.
• Excellent written and verbal communication skills, especially phone etiquette.
• Able to multitask, i.e., perform data entry while answering customer calls.
• Able to maintain confidentiality of all patient and guest sensitive information (example: HIPPA).
• Must be self-motivated, able to work in an unsupervised environment.

Department

FOOD AND NUTRITION SERVICES-2100-800000